Senior Customer Support Representative

About the Role 

SHELLBACK Semiconductor Technology is offering an exciting opportunity for a Senior Customer Support Representative. Your role is a critical component to the continued success of SHELLBACK. Effective Customer Management is a key element to the SHELLBACK team. As a Senior Customer Support Representative, you will ensure that responses to inquiries and order entries are completed on time, accurately and according to established service and quality standards. 

Your Impact 

We are seeking a highly motivated, detail-oriented leader with exceptional communication and organizational skills, capable of thriving in a fast-paced, high-pressure global environment. Must have the ability to multitask and handle a high volume of order entry and customer contact.

Key Responsibilities 

• Provides customer service via email and over the telephone to customers and sales team members (90% email, 10% phone).
• Process and confirm orders and/or communicate what needs to be ordered, the day they are received.
• Generates standard quotes within 24 - 48 hours of receipt.
• Responds to customer inquiries.
• Provides price quotations.
• Processes customers’ orders and sends order acknowledgements.
• Maintains responsibility of orders from quotation to delivery.
• Tracks and keeps records of quotes, customer returns and backorders.
• Maintains consistent interface with:
  • Customers and their representatives.
  • Outside Sales Team including Upper Management.
  • Manufacturing and Operations in the US and Abroad (Including Planning, Procurement, Quality, and Logistics).
  • Finance Department.
  • Product Management.

Additional Responsibilities 

• Solve problems in a timely and efficient manner.
• Notifies customers of order status.
• Make sure orders are processed in a timely manner, so that all materials are ordered.
• Works with procurement department on out of stock / late PO’s.
• Assists customers with any questions regarding shipping, progress of orders, and any other questions, as applicable.
• Continually updates open order report to ensure orders are shipped by customers expected delivery dates.
• Processes Return Material Authorizations (RMA’s) for warranty replacement/Repair Service orders.
• Works with product managers to update list pricing.
• Assists supervisor with daily duties.

Skills/Qualifications 

• Must have at least 5yrs. experience in customer service in a High-tech Manufacturing environment in the Semiconductor or related industry. 
• Experience working in a manufacturing setting highly preferred
• Knowledge of standard customer service and manufacturing terminology (BOM, PO, Work Order, RMA, etc.).
• Attention to details and strong Communication Skills (Written and Verbal).
• Organizational skills required to effectively process all paperwork through the Customer Service process.
• Excellent Typing and Data entry skills.
• Computer proficiency in Microsoft office (i.e. Outlook, Word, Excel).
• Experience with ERP systems, preferably Syteline or NetSuite, or equivalent software product.
• High attention to detail and timeliness, capable of managing multiple tasks and prioritizing customer needs. 
• The ability to remain patient and calm during stressful situations
• The ability to work well under severe pressure and to handle constructive feedback well

Education/Training 

• Must have previous customer service data-entry experience in a high-tech manufacturing environment. 
• Must possess an understanding of customer service specific processes: Quoting, Order Entry, RMA, Field Service Invoicing
• Must have knowledge and understanding of BOM, Purchase Order, Capital Equipment, Upgrades
• An associate or bachelor’s degree is a plus, but not required.